Today, service desks are facing increased demand due to more end-user usage of complex software. Improving the performance of help desks requires solving problems quickly and efficiently.
However, many firms question what they should prioritize when changing their help desks. Should the firm prioritize cost cutting or customer satisfaction? Between changing handle time and abandonment rates, which decision will prove to be more valuable? At first glance, it might seem impossible to find a solution that solves multiple issues instead of merely changing priorities.